OKR template to enhance the customer advocacy program

public-lib · Published 3 months ago

This OKR is centered around enhancing the customer advocacy program. The first objective aims to elevate the customer satisfaction rate by 15% through initiatives such as implementing a customer feedback system, providing enriched training to customer service staff, and utilizing feedback to improve product or service quality.

The second objective focuses on reducing customer complaints by 20%. The strategies devised for reaching this goal include initiating a proactive customer satisfaction survey and revising the company's product or service. It also suggests enhancing staff training specifically in relation to customer service skills.

The third and final objective is to boost the Net Promoter Score (NPS) by 10 points. The initiatives associated with this objective revolve around personalizing customer interactions, regularly gathering and analyzing client feedback, and executing high-caliber training programs tailored to bolster customer service skills.

Overall, this OKR embodies the idea of harmonizing all components of customer advocacy, by enhancing customer satisfaction, reducing customer complaints, and boosting the brand’s recommendation metric (NPS).
  • ObjectiveEnhance the customer advocacy program
  • Key ResultIncrease overall customer satisfaction rate by 15%
  • TaskImplement a comprehensive customer feedback system
  • TaskProvide robust training for customer service staff
  • TaskEnhance product/service quality based on feedback
  • Key ResultReduce customer complaints by 20%
  • TaskImplement a proactive customer satisfaction survey
  • TaskRevise and enhance company's product or service
  • TaskImprove staff training on customer service skills
  • Key ResultImprove Net Promoter Score (NPS) by 10 points
  • TaskIncrease personalization in our customer interactions
  • TaskRegularly gather and analyze customer feedback to improve service
  • TaskImplement high-quality training programs to enhance customer service skills
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